University of Tennessee: UTK's IT department runs a chatbot named Smokey inside its help portal at help.utk.edu. The bot answers common tech questions — like how to reset a password or access email — so students and staff can get help at any hour without waiting for a human agent. | AI Trace
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UTK's IT department runs a chatbot named Smokey inside its help portal at help.utk.edu. The bot answers common tech questions — like how to reset a password or access email — so students and staff can get help at any hour without waiting for a human agent.
Details
Smokey serves as the first point of contact in UTK's IT support workflow, handling routine queries before routing more complex issues to human HelpDesk staff. It operates within the OIT Service Portal and draws on the university's Knowledge Base of support articles. Human support is available alongside Smokey via phone (865-974-9900), live chat during business hours (Monday–Friday, 8am–5pm ET), and a walk-in center at Hodges Library Commons.
